Market Trends: Business Process Outsourcing, North America, 2004
Published: 18 January 2005
Robert H. Brown,
The North American business process outsourcing market will grow rapidly in 2005, approaching $77 billion. In response, vendors have accelerated process innovation, delivery capabilities, acquisitions and alliances.
Table Of Contents
- Executive Summary
- Study Objectives
- Key Findings and Highlights
- Methodology and Respondent Demographics
- BPO Definition
- Sample Demographics
- Related Documents
- Market Conditions and Demand Drivers
- Interest in BPO is Solid, Supply Remains Immature
- Vendor Drivers and Initiatives
- Selling and Marketing BPO
- Direct vs. Indirect Selling
- Consultative Sales
- BPO Influencers and Third-Party Advisors
- BPO Selection Criteria
- Upselling/Cross-selling BPO
- BPO Market Segmentation
- Contracting Trends in BPO
- BPO Contract Duration
- BPO Contract Size
- BPO Pricing Models
- BPU Contracts
- Benchmarking and Measurement a Best Practice
- BPO Delivery Strategies
- Offshore BPO Morphs Into Global Sourcing
- Transfer of Staff and Assets
- Technology Platform
- Future Challenges
- Vendor Recommendations
- Report Glossary
©2020 Gartner, Inc. and/or its affiliates.
All rights reserved.
Gartner is a registered trademark of Gartner, Inc. and its affiliates.
This publication may not be reproduced or distributed in any form without Gartner’s prior written permission.
It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact.
While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information.
Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such.
Your access and use of this publication are governed by Gartner’s Usage Policy.
Gartner prides itself on its reputation for independence and objectivity.
Its research is produced independently by its research organization without input or influence from any third party.
For further information, see
Guiding Principles on Independence and Objectivity.